Complaints Policy

Funding Friends is committed to ensuring all our staff and representatives provide products and service to the highest standard. In the first instance, we would suggest trying to resolve the complaint with the Funding Friend directly.  

If, after raising the issue with our Funding Friend, you are not entirely satisfied with any aspect of the service provided, please let us know straight away at complaints@fundingfriends.co.uk 

We will investigate your complaint competently, diligently and impartially. 

How to make your complaint 

Firstly, let us know what has happened. You can email us or write to us. Our contact information is detailed below. 

We will need to know: 

  • Your name and address 
  • Details of how we can contact you
  • A clear, detailed description of your complaint and whether any 3rd party is involved 
  • Details of what you would like us to do to resolve your complaint 
  • If appropriate, copies of any relevant supporting documentation 

What you can expect? 

We will investigate your complaint thoroughly following the process below and we aim to resolve all complaints as quickly as possible. 

What happens next? 

To ensure that we obtain a comprehensive understanding of the matter, the relevant Funding Friend or other party involved in the complaint will be contacted and will be informed of the complaint and asked for their feedback on the matter. 

We will consider all the available evidence, the circumstances together with any relevant laws or regulations. We will keep you regularly updated about what is happening and discuss our findings. 

We will contact you within three business days to let you know that we are considering your complaint and clarify any points where necessary. 

If we can resolve your complaint within three business days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved. 

If we are unable to resolve the complaint within four weeks of receipt, we will contact you to let you know the reason for the delay and when we anticipate being able to make further contact. 

When we have fully investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing. 

If you remain unsatisfied, the final response letter will explain you may have the right to refer the complaint to the Financial Ombudsman Service within six months of the final response issued by Funding Friends Limited. 

Financial Ombudsman Service contact details are: 

Address: 

Financial Ombudsman Service, 

Exchange Tower, 

Harbour Exchange, 

London, 

E14 9SR 

Consumer helpline: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000
Fax: 0207 964 1001 

Email:complaint.info@financial-ombudsman.org.uk 

Funding Friends Limited contact details are: 

Address:  

Funding Friends Limited,  

Office 4,  

219 Kensington High Street,  

Kensington,  

London,  

W8 6BD 

Email:complaints@fundingfriends.co.uk 

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